Compliments, Suggestions and Complaints

 

Compliments

We love to hear when things are going well. If you’ve had a positive experience with a member of our team, or you're happy with the care, support, or housing services you’ve received, we’d really like to know.

Sharing your compliments helps us recognise what’s working and gives our staff the encouragement they deserve. It also helps us continue to deliver high-quality services across Blackwood.

You can send us a compliment by:

• Telling a staff member directly

• Filling out the Compliments Form below

• Emailing cst@blackwoodgroup.org.uk

There is nothing our staff like better than to know that something they have done has helped improve services for our customers. That's why we want you to tell us when an employee or team has done something that earned a compliment. Then we can give them the recognition they deserve.

You can leave a compliment for the team by filling in the form below.

Leave a compliment

Note: Questions marked by * are mandatory

*This is a mandatory field. Name

Address

Telephone

Email

What is the service/department the compliment relates to: Care, Housing, Assets/Property, Other (please describe)

*This is a mandatory field. Details of your compliment

Complaints

You can voice complaints through our customer satisfaction surveys, and by asking for your feedback online or by phone after your complaint is resolved

Frontline Complaints

These are complaints that are straightforward and we can answer quickly. Our target time to provide you with a resolution is within 5 working days.

Investigation Complaints

If you are unhappy with how we have resolved a Frontline complaint it will be escalated to an Investigation. A trained investigator will handle the complaint and may need to speak to other staff, contractors or family members. A complaint may also go straight to an investigation if it is more complex or
serious.

Our target is to have Investigations resolved within 20 working days.

We follow the Scottish Public Services Ombudsman Model Complaints handling system. Our full Complaints Handling Procedure can be found on the Feedback and Complaints section of our website - https://www.blackwoodgroup.org.uk/feedback

Satisfaction Monitoring

Blackwood has a requirement to monitor our customer satisfaction with complaint handling. This will be done: www.blackwoodgroup.org.uk
Blackwood Compliments, Suggestions and Complaints

Types of Complaint

Blackwood Compliments, Suggestions and Complaints

Neighbourhood nuisance, issues with noisy neighbours, dog fouling, parking issues and harassment from other residents and visitors are considered anti-social behaviour (ASB). ASB is defined as…someone acting “in a manner that caused, or is likely to cause, alarm or distress to one or more persons not
of the same household”.

We will deal with these issues through the Anti-Social Behaviour Policy and our target timescales to resolve these issues is 30 days.

 

After You Complain

What Happens Next?

After we log your complaint, we will send it to the appropriate Blackwood
team to resolve. For example your Housing team, Maintenance team or Care
team.

Still Not Satisfied?

If you are not satisfied with the outcome of your complaint, you can take your
complaint further to:

For Care Complaints

The Care Inspectorate

If your complaint is about our care or support services you can, at any time
during your complaint, consult the Care Inspectorate. You can contact them
on the details below:

Website: http://www.careinspectorate.com/
Phone: 0345 600 9527

Address: Compass House,

11 Riverside Drive, Dundee

 DD1 4NY

 

For Housing Complaints

SCOTTISH PUBLIC SERVICES OMBUDSMAN (SPSO)

If your complaint is about our services as a Landlord or any other issues and we have not been able to resolve your complaint to your satisfaction, you may take your complaint to the Scottish Public Services Ombudsman (SPSO).

Website: www.spso.org.uk
Phone: 0800 377 73306

Contact Us
In Person: Speak to any member of staff
Telephone: 0131 317 7227
Online: www.blackwoodgroup.org.uk
Email: cst@blackwoodgroup.org.uk

A complaint is when you tell us that you are not happy with our services.  Complaints can cover issues with care or housing services, staff members or completed repairs.

You can leave a complaint by filling in the below form.

Please read the notes below on what does, and what does not, constitute a complaint.

A complaint may relate to the following, but is not restricted to this list:

• failure or refusal to provide a service
• inadequate quality or standard of service, or an unreasonable delay in providing a service
• delays in responding to enquiries or requests
• unfairness, bias or prejudice in service delivery
• lack of provision, or the provision of misleading, unsuitable or incorrect advice or information
• a repair that has not been carried out properly or in an agreed timeframe
• dissatisfaction with one of our policies or its impact on the individual
• failure to properly apply law, procedure or guidance when delivering services
• failure to follow the appropriate administrative process
• conduct, treatment by or attitude of a member of staff or contractor (except where there are arrangements in place for the contractor to handle the complaint themselves)
• disagreement with a decision, (except where there is a statutory procedure for challenging that decision, or an established appeals process followed throughout the sector).

A complaint is not:

• a routine first-time request for a service
• a request for compensation only
• issues that are in court or have already been heard by a court or a tribunal
• disagreement with a decision where there is a statutory procedure for challenging that decision (such as for freedom of information and subject access requests), or an established appeals process followed throughout the sector
• a request for information under the Data Protection or Freedom of Information (Scotland) Acts
• a grievance by a staff member or a grievance relating to employment or staff recruitment
• a concern raised internally by a member of staff (which was not about a service they received, such as a whistleblowing concern)
• a concern about a child or an adult’s safety
• an attempt to reopen a previously concluded complaint or to have a complaint reconsidered where we have already given our final decision
• abuse or unsubstantiated allegations about our organisation or staff where such actions would be covered by our Unacceptable Actions Policy
• a concern about the actions or service of a different organisation, where we have no involvement in the issue (except where the other organisation is delivering services on our behalf)

Please read the 'What is a complaint?' Section

Make a complaint

Note: Questions marked by * are mandatory

*This is a mandatory field. Full Name

*This is a mandatory field. Address

*This is a mandatory field. Telephone

Email

*This is a mandatory field. Do you have any communication or language needs? Are there any additional adjustments which might assist you in this process in terms of communication or language?

*This is a mandatory field. Preferred method of contact: Telephone or email

*This is a mandatory field. Does your complaint relate to a previous or ongoing complaint?

If yes, what is the complaint reference number (if known)?

What is the service/department the complaint relates to: Care, Housing, Assets/Property, Other (please describe)

*This is a mandatory field. Details of your complaint

What action and/or outcome would you like to see from your complaint?

If you have complained and you are still not satisfied with the outcome, you can take your complaint to the regulators.

The Scottish Public Services Ombudsman regulates the housing services we provide.  You must have made a complaint to us before the Ombudsman will look at your complaint.  Their website will provide you with further information. 

The Care Inspectorate regulates Blackwood's care services.  You can complain directly to the Care Inspectorate. Click the Care Inspectorate logo to be taken directly to their website.

You can further complain directly to the Scottish Housing Regulator. The form to contact the SHR with details of your complaint  More information on the SHR can be found on their website. 

Get in touch

You can make a complaint in person, by calling us, in writing, or by email. You can also fill in our Complaints Form.

160 Dundee
Edinburgh
EH11 1DQ

Email: cst@blackwoodgroup.org.uk
Telephone: 0131 317 7227